Title: Shared Services - User Support Coordinator - JAPANESE (Email)
Location: Austin, TX 78727
Duration: 12 Months +
(phone number removed)
We are seeking a customer focused resource whose primary focus will be to deliver exceptional customer service via email to users of Client's sales training tools, in addition to supporting processes for the sales operations organization on both internal and external facing systems.
This position requires excellent problem solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding of Client's Channel Sales tools, passion for constant improvement, and commitment to exceptional customer service. The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner and with clarity.
Essential Duties and Responsibilities
First point of contact for various Client sales provisioning/registration systems, training systems, sales portals, etc. account support including registration and access assistance.
Troubleshoots users' access issues by having comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support Client products (e.g. SEED, AMS, ASW, ASTO, MyAccess and more).
Supports sales team by developing and maintaining positive customer relations with clients/ customers, which can substantially affect service and/ or product revenue(s).
Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more.
Consistently provides prompt, reliable, and accurate information to users.
Identify opportunities for improvement to support process.
Participate in projects and testing efforts related to support.
Required Experience and Skills
Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus.
Fluent in written and spoken Japanese
A passion for customer service
Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis
Excellent interpersonal, analytical and problem solving skills
Strong sense of initiative and pro-activeness
Outstanding attention to detail
Strong organization and time management skills
Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
Proven ability to work independently, efficiently exercising good judgement under deadline(s)
Strong conceptual and process-focused thinking abilities
Resourcefulness and flexibility to adapt to Client's changing business needs
Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved
Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
Preferred Technical Skills
Experience using a user support tool that allows for two way email communication with users, categorization of issues, managing a queue, reallocating tickets etc.
Using an IT service management system for tracking technical support cases.
Using a knowledge-based articles and complete documentation on processes being monitored and managed.
Be dependable and reliable follow-up quickly and consistently.
Demonstrate a positive and approachable demeanor.
Actively practice teamwork, working within the Sales organization and throughout other parts of the company to achieve results.
Take initiative and challenge the status quo.
Deliver more than the customer expects.
Ability to deal with ambiguity.
Drive for results.
MacOS & iOS
5 - 10 years of experience.
Bachelor's Degree or equivalent work experience preferred.